A family brings their child to your emergency department.  If you say, "We are going to take excellent care of Johnny/Suzie", how do you think this will make the patient/parent/family feel?  Will they feel reassured and comforted, or will they feel like you are self-promoting or trying to manipulate them?  Do you think this simple statement would influence their impression of the visit afterwards?  Do any of you work in institutions that encourage you to use specific statements in your interactions with families?  If so, what statement(s)?  Does anyone know of any evidence to support this?

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Julie Brown, MD, MPH
Associate Professor, University of Washington
Attending Physician, Pediatric Emergency Medicine,
Seattle Children's Hospital,
4800 Sand Point Way NE  B-5520,
Seattle, WA 98105-0371
Office: (206) 987-4016
Fax: (206) 729-3070

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